Netcall secures up to £4.3m Lancashire County Council contract to transform digital access with AI-powered automation
Intelligent automation and customer engagement software provider Netcall has secured a contract worth up to £4.3 million with Lancashire County Council to deliver a ‘digital front door platform’ that will reshape how residents and businesses access local services.
This multi-year partnership marks a significant step in the council’s digital transformation strategy. The platform will provide a multilingual, seamless engagement experience across voice, social media, in-person, and digital channels designed to eliminate confusion over local government structures and better connect people to the services they need. AI autonomous agents will support contact centre staff in answering customer queries, surfacing the right service routes and streamlining workflows so residents receive a smoother service and faster outcomes.
Netcall’s Liberty platform, which underpins the solution, combines AI, automation, and communications capabilities to deliver a cohesive, user-first experience. With advanced AI-powered contact automation and AI autonomous agents, the platform can triage, route, and respond to queries in real time – helping residents access services faster while relieving pressure on council teams. Features such as natural language understanding, intelligent chatbots, and workflow automation will enable Lancashire to manage growing demand efficiently without sacrificing accessibility or inclusivity.
Crucially, the platform also captures non-digital interactions, ensuring no resident is left behind as the council moves toward a more modern service model. Over time, AI-driven insights will support continuous improvement of services, while automation will reduce administrative burdens and free staff to focus on more complex resident needs.
The council retains the option to extend the partnership up to 10.5 years, with future upgrades anticipated to support new technologies and organisational changes arising from policy reforms such as the English Devolution White Paper.
This win comes on the back of Netcall’s strong FY25 results, which saw the company post 23% revenue growth to £48 million.
Over 600 organisations in financial services, insurance, local government and healthcare use Netcall’s Liberty platform to make life easier for the people they serve.
Liberty Converse is the next-generation, AI-powered contact centre solution that redefines how businesses engage with their customers. The cloud-native platform extends its robust contact centre software capabilities to harness the power of intelligent process automation and rapid application development, setting Netcall apart in the competitive landscape.
Liberty Converse is part of Netcall’s Liberty platform which provides cut-through process automation and communications solutions, helping organisations to achieve their business goals faster in a rapidly changing world. Liberty offers user-friendly, AI-driven tools to create business applications that automate processes, streamline workflows and enhance both customer and employee experiences.
For additional information on Netcall view their Company Profile
